L2 Service Desk Analyst

We're Hiring: Senior Service Desk Analyst!

We are looking for an experienced and technically skilled Senior Service Desk Analystto join our team in Ortigas Center, Philippines! If you have strong expertise in Microsoft 365, Microsoft Intune, Entra ID, and enterprise IT support, this is your opportunity to take your career to the next level. Join us and play a key role in resolving complex technical issues, improving IT operations, and mentoring junior analysts.

Location: Ortigas Center, Philippines
Role: Senior Service Desk Analyst
Work Mode: Work from Office

What You'll Do:
Handle complex technical issues and serve as the primary escalation point for critical incidents
Manage and optimize Microsoft 365, Azure, Entra ID, and Google Workspace environments
Configure SSO integrations, Enterprise Applications, SCIM provisioning, and Conditional Access policies
Manage endpoint lifecycles through Microsoft Intune, including device enrollment, compliance policies, and application deployment
Lead incident and problem management, conduct Root Cause Analysis (RCA), and ensure SLA compliance
Support infrastructure upgrades, cloud migrations, and specialized client projects
Identify opportunities for process improvement and automation using tools such as PowerShell
Maintain technical documentation, knowledge base articles, and standard operating procedures
Mentor junior analysts and ensure quality standards in ticket handling and technical resolutions
Collaborate with internal teams and stakeholders to deliver excellent IT support to global users

What We're Looking For:
Bachelor's degree in IT, Computer Science, Information Systems, Computer Engineering, or a related field; relevant technical diplomas with strong hands-on experience may be considered
At least 5 years of hands-on experience with Microsoft 365, Microsoft Intune, endpoint management, and Entra ID
At least 2 years of experience in an L2, Senior Analyst, or technical escalation role
Strong expertise in Intune device enrollment, compliance policies, application deployment, and Windows, macOS, iOS, Android, and BYOD management
Advanced knowledge of Microsoft 365 and Entra ID, including SSO, Conditional Access, Enterprise Applications, and App Registrations
Working knowledge of Active Directory, networking, VPNs, DNS/DHCP, and cloud administration
Strong troubleshooting, incident management, and problem-solving skills
Excellent communication, stakeholder management, and mentoring skills
Mandatory Certification: Microsoft 365 Fundamentals (MS-900)
Nice to Have:Microsoft AZ-104 or other M365 certifications, ITIL v4, CompTIA Network+/Security+, CCNA, and PowerShell automation experience
Experience supporting global users, VIPs, and enterprise environments is an advantage

Ready to take the lead in solving complex IT challenges and driving service excellence

Apply now and become part of our dynamic team!